Unable to view existing or create new WhatsApp IM templates on Zoho Desk
Hi there, Is there a issue with WhatsApp templates in Zoho Desk currently [17 Aug 2026]? I am unable to view existing or create new WhatsApp IM templates. It's saying "Oops, something went wrong. Please try again later."
WhatsApp Calling Integration via Zoho Desk
Dear Zoho Desk Team, I would like to request a feature that allows users to call WhatsApp numbers directly via Zoho Desk. This integration would enable sending and receiving calls to and from WhatsApp numbers over the internet, without the need for traditional
Send Notify on new Ticket to a Team based on customers email address AND only on these addresses
Hi ZohoDesk, I would like to have Team A receive a Notification on every ticket created. I would like Team B to receive a Notification email only if the incoming ticket contains elements of a certain group of customer's email addresses only. They should
Action required: WhatsApp now uses BSUID as the primary identifier
Important If your support team uses WhatsApp to engage with customers, there is an important platform change you need to know about. BSUID support is now mandatory for all WhatsApp Business Platform partners and businesses. WhatsApp is introducing usernames,
Final Notice: Migrate Your ASAP Mobile SDK by August 31
Alert August 31, 2026 is the deadline. After this date, older ASAP Mobile SDK versions will no longer work with the ASAP Help Widget. If your app hasn't been migrated to a supported SDK version, users will no longer be able to access the ASAP Help Widget
Es posible cambiar el lenguaje de los modulos del ASAP?
Es posible cambiar el lenguaje de estos textos? Tengo Zoho configurado en español pero aun así me muestra estos textos en ingles:
Where do I edit the "Welcome to [portal name]" message
I am looking for a way to edit the "Welcome to" part of the message that is seen on the landing page (ex: https://help.zoho.com/portal/en/home). When I use the French interface, it doesn't make sense... I want to change it from "Bienvenue chez" to" Bienvenue au". Thanks!
Shared Snippets Everyone
Hi, Now that the Shared Snippets have been released and I think will be the most used feature implemented in 2023 :) Creating and Using Snippets in Ticket Responses - Online Help | Zoho Desk Maintain consistency in ticket responses with shared snippets
Displaying only unread tickets in ticket view
Hello, I was wondering if someone might be able to help me with this one. We use filters to display our ticket list, typically using a saved filter which displays the tickets which are overdue or due today. What I'd really like is another filter that
Join the Zoho Desk Virtual Classroom Training (VCRT)
Hello everyone, Have you heard about Zoho's Virtual Classroom Training (VCRT)? Zoho Desk's Virtual Classroom Training offers end-to-end training for Zoho Desk users. Join the VCRT and get hands-on guidance for setting up Zoho Desk and getting your business
Client Script also planned for Zoho Desk?
Hello there, I modified something in Zoho CRM the other day and was amazed at the possibilities offered by the "Client Script" feature in conjunction with the ZDK. You can lock any fields on the screen, edit them, you can react to various events (field
View Answer Bot conversations?
We are trialing Zia and are experimenting with Answer Bot on our knowledge base. So far so good! Management asks me if it is possible to view Answer Bot conversations, the purpose being to look over its shoulder and confirm that it is working as des
Add Comment workflow action delayed by 1–2 minutes in Zoho Desk
Hello Zoho Support team, We are experiencing an issue with a workflow in Zoho Desk. The workflow is triggered when the Quote ID field is updated and performs two actions: A standard Field Update An Add Comment custom action When the Quote ID field is
Data Export is forcing Creation/Modified date just like reports
The data export now forces you to select a created or modified date. There is not an All-Time option. This severely cripples the whole function of data export for audit purposes. If the data export (or reports for that matter), requires a date, there
Default ticket template in helpcenter
Hello, I have a web form and a ticket template created. How can I make that my default ticket template? If an user clicks New ticket or create a ticket, I want that template to be the default one. Thank you for the time and info.
Email notification for followers
Is there a way to enable email notification for followers of a support ticket? ie: Ticket #123 is owned by Agent#1, Agent#2 adds themselves as a follower. Whenever ticket #123 receives an email from the customer, Agent#1 receives an email. Agent#2 would
Introducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child
Desk Contact Name > split to First and Last name
I am new to Zoho and while setting up the Desk and Help Center, I saw that new tickets created or submitted from the Help Center used the Contact Name field. This would create a new Contact but put the person's name in the Last Name field only. The First
Upload ticket attachments via Drag-&-Drop
Hello, if you want to upload a file to the ticket attachment you need to click the button and use the file browser to select and upload the desired file. In many cases, it would be much more efficient if you could simply drag the file to the browser window...
Elevate your Radar experience: Best practices part 3
In the Spotlight: Zoho Desk's Radar app Customer support requires human intelligence combined with emotional intelligence. How about these coupled with contextual intelligence? These elevate the customer support experience. When providing support through
How to show product cards in your chatbot
Hey everyone, If you are using Guided Conversations to help customers find products, you have probably run into this problem: the bot gives customers a list of options, but they still have no idea which one to pick. There will be no images, no specs,
Calling a function within another function
Hello there, I have just found out that you can simply call up functions in other functions, regardless of the department. You can't create functions with the same name twice, even though you are in a different department. If you try it, you don't get
delete a user on Zoho Desk
Kindly I Need help to delete a user on Zoho Desk but I deactivated but not deactivated with licenses so what can I Do?
Text/SMS With Zoho Desk
Hi Guys- Considering using SMS to get faster responses from customers that we are helping. Have a bunch of questions; 1) Which provider is better ClickaTell or Screen Magic. Screen Magic seems easier to setup, but appears to be 2x as expensive for United States. I cannot find the sender id for Clickatell to even complete the configuration. 2) Can customer's reply to text messages? If so are responses linked back to the zoho ticket? If not, how are you handling this, a simple "DO NOT REPLY" as
How to make Contact a Help Center User
I see a "IsPortalUser" checkbox on each of the Customer account, but I am unable to check the checkbox. How is this configured?
Introducing the new Fields API
Hello everyone, Greetings from Zoho Desk's API corner! With the rising need for integrations to connect multiple tools in businesses, APIs need to be adaptive, reliable, consistent, and ready for dynamic operations. To support better performance, efficiency,
Set custom date creation for ticket using API in Desk
Hi. all.. I want know if is possible to add ticket with custom creation date via API... This would to be great because we are moving from another platform to Zoho and we have need to keep all statistics for old tickets also. In api docs i didnt see nothing about custom date in ticket creation but i would prefer a confirm from comunity/support. Thank you P.S.: Sorry for bad english language
Why associate tickets are just one direction?
When I associated the ticket #A with #B, in ticket #A I can see that exists another ticket associated. However, when I go to ticket #B, there is no reference that ticket #A is associated to #B. Is there a reason for that? Because it is confused and hard
Elevate your Radar experience: Best practices part 2
In the Spotlight: Zoho Desk's Radar app Hello Everyone, In part 1 of Zoho Desk’s Radar app best practices, we explored role-based permissions, exceptions handling for critical alerts, daily toasts for a quick view of tickets, and landscape reports for
Ability to Export Field Dependency Structure in Zoho Desk
Hi Zoho Team, We’d like to request a feature enhancement in Zoho Desk that would greatly improve configuration management for organizations like ours: Requested Feature: The ability to export the full structure of Field Dependencies, especially for multi-level
Reply all button and e-mails are not showing up in tickets. Only notes show as of now
Reply all button and e-mails are not showing up in tickets. Only notes show as of now. I've tried restarting my laptop, closing out o the browser, logging out and back in. It isn't solving the issue. Please dvise. Thanks.
No llega correo al crear usuario
He creado el usuario Elian Andres Martes Africano pero no le llega el correo de invitación y probe con dirección de email y tampoco
Setting default From address when replying to request
At the moment, if I want to reply to a request, the From field has three options, company@zohosupport.com, support@company.zohosupport.com, and support@company.com. The first two are really internal address that should never be seen by the customer and
Ask the Experts 31: Improving support performance with reports and dashboards
Hello everyone, Join us for the next Ask the Experts (ATE) session! Ask the Experts is an opportunity to connect with people who have deep knowledge of Zoho Desk. Let's look at the topic we're focusing on this month. Just as we rely on the right tools
WhatsApp Business Platform: Message pricing guide
Hi everyone, Starting October 1, 2026, Meta is updating how WhatsApp Business messages are charged. This guide explains the new per-message pricing model, how message categories work, and what changes for service messages specifically. How Meta charges
Forum Text Formatting
Hello, I'm not sure where the best place is to post this... It appears that there's some forced formatting that occurs whenever a message is posted in the forums that removes any spaces or tabs at the beginning of each new line. As someone who occasionally
Dashboards for Customers
Is it possible to build dashboards for each customers in the community for their tickets?
Zoho Desk Community Module Reporting
I can't seem to find any reporting for the community module in Zoho Desk. Am I missing something or are there just no reports available?
Sigma function call hangs forever from Desk widget — app_install_id/encapiKey are null
Calling ZOHODESK.request() from the widget to invoke a Sigma DRE function URL hangs forever (never resolves, never rejects, no error) until client timeout. Tried with merge fields app_install_id={{sigmaInstallId}}/{{installationId}} and encapiKey={{enCapApiKey}}
Zoho Desk Workflow Functions: Significant Gaps Around Ticket Comments and Authentication
Yes - I used AI to summarize my last two days of trying to make this work with Workflows/Custom functions and Zoho Flow before that. Zoho Desk Workflow Functions: Significant Gaps Around Ticket Comments and Authentication We've been building an AI-assisted
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